Provide hardware / software / network problem diagnosis / resolution via email / chat & Calls for customer's end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning.Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsProvide level 1 remote desktop support and perform other activities based on SOPsPerform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints Provide all required documentation including standards, configurations and diagrams Technical Requirements Understanding of OS support (windows, MAC) Understanding on Basic Networking Diagnostics and problem-solving skills
Troubleshoot on hardware, software application Understanding of different email platforms and clients Understanding Active Directory Management Office 365 Application Suppport Knowledge in Google WorkspaceKnowledge on Internet Security and data privacy principles. Should have understanding on basic networking components and topology. Soft Skills Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Team PlayerCustomer OrientedQualified candidates can translate technical jargon and concepts to non-technical users. Other Skills / Experience With at least 2 years of working experience on the same field.
A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.